Customer Support Manager

Customer Support Manager
About us

We started Repfabric in 2012 to solve the unique challenges of sales call efficiency for multi-line selling and the business aspects of running a rep agency. Our intent was to improve our own rep firm. As it turned out, other agencies wanted it too.

Our founders imagined a better way to efficiently track opportunities, automate reporting, and streamline communication up and down the supply chain. This innovation of practical design leverages daily work duties by way of simple, quick, and easy-to-use button clicks to generate a monster sales reporting/management system for all parties, reps and their manufacturers alike.

The Customer Support Manager primary responsibilities include:

• Managing the day-to-day activities of the Customer Support Team
• Analyzing trends in the support data to identify top user issues and work with our department heads to solve with training or product development.
• Work and motivate the Support Team to improve user proficiency and increase functional use.

Key responsibilities include working with the Customer Service team, the Data team and company management to regularly identify top user issues and define the best alternatives to fix the problem.

The Customer Service Manager should review tickets and audit user calls to help develop the skills of the Customer Service Agents so they can improve their, communication, technical and problem-solving skills. Impactful position that works directly with all department heads in a small, high growth company.

ONLY Candidates located in the Tampa Bay area will be considered.

Responsibilities:

• Coordinates the support and problem resolution for our customers during On-boarding and post-implementation
• Responsible for the completion of support tasks as it relates to the Repfabric CRM functions, new product updates, and proprietary email sync technology setups for clients
• Schedules and performs client support calls for further discovery on complex client issues and conducts individual training with clients (when needed)
• Install and maintain data utility software as it relates to client support
• Create and submit data/dashboard reports
• Troubleshoot client data issues
• Coordinates support tasks with other support specialists for complex tasks from new or existing clients
• Identifies potential areas of concern for customers before they arise
• Other tasks and assignments as requested by leadership team
• Submit metrics for each team member and determine level of performance

Required Skills/Abilities:

• 5 years minimum demonstrable B2B CRM Experience
• Coachable TEAM player a must
• Leadership role is a must
• Team Development in critical thinking, problem solving technical and communications
• Ability to learn new software programs and apply that knowledge quickly for client support is critical.
• Excellent customer service (internally and externally), analytical, critical thinking, and problem-solving skills
• Basic technical skills in data analysis and API working knowledge are a plus
• Prior experience working with support software (JIRA is a plus)
• Proven ability to balance competing priorities, workloads, and tight timelines in a fast-paced, dynamic work environment.
• Ability to respond positively to constructive feedback
• Ability to multi-task and contribute to process improvement projects as applicable

Education and Experience:

• 5 years of customer service/support desk experience with at least 2 of those years in a leadership role
• Professional verbal and written communication are essential
• Experience working with B2B CRM and SaaS software platforms
• College degree in relevant field or a minimum of 5 years of managerial experience in a customer service environment

Additional Information:

• Ability to work in company office
• Job Type: Full-time

Benefits:

• Health insurance
• Dental insurance
• Life insurance
• Paid time off
• Vision insurance
• 401(k) matching
• Employee Assistance Program
• Perks at Work discount Program

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay after 6 months of employment

Ability to commute/relocate:

• Tampa, FL 33634: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor’s Degree or 5 years of Managerial Experience in lieu of education

Experience:

• Microsoft Office: 5 years (Preferred)
• Customer Support: 3 years (Required)

Work Location: In person

Job Type: Full-time

Pay: $52,000.00 - $58,500.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• Customer Service Manager: 5 years (Required)

Ability to Commute:

• Tampa, FL 33634 (Required)

Ability to Relocate:

• Tampa, FL 33634: Relocate before starting work (Required)

Work Location: In person